The Passing Queue emails have been created to allow us to manual assign emails should they need to be picked up quicker than the system is set for (Possible escalation etc.)
To do this, you should use the Queue links on the Company
In the left hand pane of the screen you are shown a list of emails “waiting” in the queue.
To assign these to yourself or another agent, they must be on queue at the time. However, they do not need to have the specific queue activated.
Select the 3 dots on the email you wish you manually assign and you will be given a number of options. The pointed finger is used to assign to other agent, the arrow pointing to the palm of a hand is to assign it to yourself.
Update
Genesys have released an update to the UI and it has added a way that we are able to manually assign the passing emails. It is now possible to assign the interaction direct from the Interactions tab in Genesys as well as through the link that the Grafana dashboard takes you to for each passing queue. You would still do this by clicking the 3 dots on the right hand side and assigning to either yourself or other.
An example of this interaction tab view is below. Please note that for the call, there is no option to manually assign the call, this is by design as it should only work for Passing email queues.